iMessaging News
For Immediate Release
iNspire Call Center Suite™ Adds myView™ for Managers
A web-based view of call center activity
Merrimack, NH August 22, 2006 – Today iMessaging Systems announces the release of myView™ for the iNspire Call Center Suite™, a tool for call center managers that provides an up-to-the-minute, web-based graphical snapshot of call center activity.
The iNspire Call Center Suite leverages the integration, scalability and reliability of the System i to deliver a powerful yet cost-effective call center solution that is entirely managed and controlled from a single stable platform, System i. iNspire brings you self-service applications via the full-function iVoice™ IVR (interactive voice response) call management system, while full-service call center operations are managed by our iAgent™ agent (CSR) integration modules.
With the addition of myView, call center managers now have direct access from their Internet Explorer browser (version 6.0 or higher) to a host of System i-based call center data for daily activities, such as:
- Number of total calls in the center’s call queue
- Average hold time of those calls
- Service level
- Number of inbound calls received for the day
- Average inbound call time for that day
- Number of inbound calls abandoned by callers
- Agents logged in to the system and their current status
myView version 1.00.0 was derived from a variety of customer inputs and field experience and features color-coding for easy reference, a drop-down box to select a specific campaign or all campaigns, a dynamic pie chart displaying how center agents are using their time throughout the day and a listing of calls currently in the queue waiting for an agent. myView also displays detailed information by call center campaign, including the number of calls in queue for that campaign, as well as the availability of agents to assist those specific callers.
myView data is pulled real-time from the iNspire Call Center Suite database on the System I, ensuring that the information presented in myView is current and accurate. Additionally, myView data is refreshed automatically at pre-determined intervals.
Karen Sedlar, iMessaging Systems President notes, "Our team has been working diligently to expand the reporting and monitoring capabilities of the iNspire Call Center Suite and myView is yet another example of the advances we have made. Most importantly, myView provides rich content and a graphical view to call center activity while maintaining iNspire’s commitment to our System i- centered design."
The screen shot above shows myView for iNspire in action with up-to-the-minute,
detailed information available to call center managers from any web browser.